Team Lead

Job Description

• Excellent communication and email drafting skills. 
• Must be a quick learner and curious to learn more.
• Improve workflow efficiency through process improvement and manual work reduction.
• Work collaboratively with OP1s to manage workload.
• Ensure smooth resolution of escalated cases.
• Develop strategic process improvement plans to enhance efficiency.
Team & Queue Management:
- Handling queues and making sure that tasks are completed within dedicated timelines.
- Handling a team of OP1s and ensuring compliance, monitoring utilisation and also help in addressing blockers or queries.
• Computer applications i.e. MS – Office and on-line tools
• Strong interpersonal & influence management skills and decision making skills
Stakeholder Management:
- Act as the primary point of contact for cross-functional teams.
- Collaborate effectively with team leads and stakeholders to resolve issues.
Documentation and Reporting:
- Create detailed documentation for processes, tools, and user queries.
- Maintain a record of stakeholder communications and deliverables.
Adaptability:
- Stay updated with the latest tools, technologies, and methodologies to enhance operational efficiency.
 

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dle queue and reporting mechanisms, ensuring OP1’s quality of data backfilling.
• Identify process inefficiencies and suggest improvements, both manual and automated.
• Track support/Zoom live response times and ensure SLA compliance.
• Escalate unresolved issues to the PgM when necessary.
• Provide guidance and training support to OP1 agents.
• Generate actionable insights and propose fixes.
• Maintain an SSOT/repository for the entire process they own.
Technical Support:
• Address user issues efficiently and escalate as required.
Stakeholder Management:
• Act as the primary point of contact for cross-functional teams.
• Collaborate effectively with team leads and stakeholders to resolve issues.
Adaptability: 
• Stay updated with the latest tools, technologies, and methodologies to enhance operational efficiency.
Team & Queue Management:
• Act as the primary point of contact for cross-functional teams.
• Collaborate effectively with team leads and stakeholders to resolve issues.
Documentation and Reporting:
• Create detailed documentation for processes, tools, and user queries.
• Maintain a record of stakeholder communications and deliverables.
• Create reporting templates for daily, weekly, and monthly reports.
Floating Responsibilities:
• Manage backlogs, escalations, and high-priority cases.
• Provide mentorship and process guidance to OP1 agents.
• Work on workflow optimizations and process improvement projects.
• Support the PgM in refining support processes.

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver